Ag Awards

Queen Vegas Casino - Stolen winning

Complaint Info
Disputed casino QueenVegas Casino
Reason Bonus terms violation
Posted on May 16, 2014

After wagering bonus, when money already become real, I placed bets more than 10% from issued bonus, they told me that I breached rules(It's not true) and confiscated all win

Live chat session:

You are now chatting with 'Ilze'

< name removed >: hello

Ilze: Hello I can see you were talking to Viktorija aregarding your winings

< name removed >: hello, can you speak russian?

< name removed >: yes

Ilze: latvian?

< name removed >: no, russian, english

< name removed >: i had wagered bonus and 80$ were stolen from my account

Ilze: One moment please while I have a look at your account.

Ilze: Thank you for waiting

Ilze: I can see on your account that while you had last bonus on your account you were placing bets that were higher then 10% of your bonus amount

< name removed >: no

< name removed >: it's not true

< name removed >: i placed bets only after bonus was wagered

Ilze: I have checked your play

Ilze: you can see on game history

Ilze: you can see it in bets on Medusa slots

< name removed >: yes, i placed high bets, but with real money only

Ilze: on 6.11.2013

< name removed >: i played medusa with realmoney

Ilze: while you have bonus

Ilze: even if you play with real money

Ilze: you can not place higher bet then 10% of your bonus balance

< name removed >: there was 0 in bonus balance

< name removed >: when i played with high bets

Ilze: yes I understand you this is showing on your account

Ilze: if you open game history

Ilze: you will see the bets that were made on each game

< name removed >: yes i checked

< name removed >: max bet was 0.50

< name removed >: why you are trying to cheat me?

Ilze: this was checked by Risk department

Ilze: and it was final decision as you breach our terms and conditions

Ilze: winnings were removed

< name removed >: if you want I can send you game history, there is no bets more than 0.50

< name removed >: than they should recheck their mistakes

Ilze: sir I was checking your bets and saw bet of 47 on 6.11.2013 on medusa

< name removed >: 47$ per spin?

< name removed >: why I don't see that in my game history?

< name removed >: total wager 25$, total win 57.24 on 6.11.2013

Ilze: also you place bet of 1.1 and 2.3

< name removed >: i sent you screenshot to Suppor­[email protected]­uee­nVe­

< name removed >: check please

< name removed >: with game history

Ilze: on the same slot game which is higher then the maximum allowed

< name removed >: check screenshot please

Ilze: from which email address you sent the email?

< name removed >: ********

Ilze: thank you

Ilze: i can see you have opened only 1st page from 6

< name removed >: i can send you others too

Ilze: on the right top side you will see 1 of 6

< name removed >: please wait a minute i'll send other 5 pages

Ilze: we can see your game history on your account

Ilze: there is no need to send us screen shots as this was final decision by Risk department

Ilze: it wont be changed

Ilze: we can re add bonus if you wish and you play according to our bonus policy

Ilze: or you can continue playing without bonus then there are no restrictions to play

Ilze: on any games

< name removed >: sent

< name removed >: but can you understand, that rules was not breaked

Ilze: after checking your account our Risk department discovered that you breach the terms and conditions

< name removed >: but they made mistake

< name removed >: or you think it's not important?

Ilze: as it was final decision of Risk department there nothing can be done

< name removed >: they have to recheck

Ilze: all players are important to us

< name removed >: if I'll post that chat session, and game history screenshots, you will lose many players

< name removed >: is it worth 80$?

Ilze: as this is state in terms and conditions once bonus policy is breached winnings are removed form account

Ilze: your account is now with 20$

< name removed >: once breached i afree

Ilze: the deposit that you have made

< name removed >: but why whe was not breached

< name removed >: whe=when

Ilze: you had active bonus on your account while placed higher bets than allowed

< name removed >: not true, I checked game history

< name removed >: please take a look at screenshots i sent

Ilze: One moment please

Ilze: I am checking the screen shots that you have sent

< name removed >: yes?

Ilze: i see that you had 2 bonuses one for 10 and one for 20

< name removed >: yes?

< name removed >: it's monthly bonuses

Ilze: any bets that were placed over 1 was more than 10% , so this is Placing single or multiple bets equal to or greater than 10% of the value of the bonus credited to the player account on a single game or hand, increasing the balance then changing the gaming pattern significantly (bet, game type, bet structure, etc) in order to complete the wagering requirements for that bonus.

Ilze: the second bonus of 20 , when we check you played games of more than 2 usd, so this was also equal to or greater than 10% of the value of the bonus credited to the player account on a single game or hand, increasing the balance then changing the gaming pattern significantly (bet, game type, bet structure, etc) in order to complete the wagering requirements for that bonus.

< name removed > i know that, why you copy and paste it again

< name removed >: did you checked screenshots

< name removed >: you told me that i played 47

< name removed >: were you able to find that on screens?

< name removed >: can you answer please?

Ilze: one moment please

< name removed >: sure

Ilze: from checking your screen shots, we cannot see this information

Ilze: from our information that we have on all games except medusa you have played more than 10% of the bonus value

Ilze: for tropical juice, you played 1 usd and 3 lines, this is a total of 3usd

< name removed >: it was with real money

< name removed >: 100%

< name removed >: i declined payout of 180 before playing tropical juice

< name removed >: you are trying to give me wrong info

Ilze: if you go through the games in your game history and look at the denomiation and lines played , this will show that the games are played with more than 10% of your bonus

< name removed >: no

< name removed >: as I told higher bets were placed only after wagering bonus

< name removed >: when money become real

< name removed >: without bet restriction

< name removed >: you have to agree, that you made mistake

Ilze: this has been checked by our risk department and the bets were placed whilst you had the bonus

< name removed > please check carefuly

Ilze: this has been checked carefully

< name removed >: than give me info

< name removed >: which game, when

Ilze: we have given you all the information

Ilze: you can check your games in your game history

< name removed >: from that info, which you gave me rules were not breached

< name removed >: just stolen 80$

Ilze: we removed the $80 as per our terms and conditions

< name removed >: you tell me about big bets on games, that I played with real money

Ilze: we have cancelled his withdrawal request, removed winnings and returned his last deposit back to real money balance, as he has won breaching our T&C:

Ilze: Placing single or multiple bets equal to or greater than 10% of the value of the bonus credited to the player account on a single game or hand, increasing the balance then changing the gaming pattern significantly (bet, game type, bet structure, etc) in order to complete the wagering requirements for that bonus.

Ilze: as advised you can find the games by checking your game history sir

Ilze: all the games except medusa which is the screen shot you sent were above 10% of the bonus value

< name removed >: I checked and did not found anything that breach rules

< name removed >: may be you have to contact risk managment?

Ilze: please double check the games sir

Ilze: check the coin value and lines played, then see the total of how much the bet was

Ilze: the risk department have checked this and this is their decision

< name removed >: I checked 10 times, found nothing

Ilze: try closing the game client, then re-opening and then going to game history and select date and see the information for denomination and lines played

Ilze: to se the game and information please click on the game id

< name removed >: tell me atleast one game that I played with Bonus money(Not Real) with high bet

Ilze: Please double check the games

< name removed >: you told medusa, but it's not true

Ilze: sir the risk department have said that slot games were played with 1.10 usd , 1.5 usd, 1.25 usd all these were over 10%


< name removed >: game please

< name removed >: atleast one spin

Ilze: game 300 shields

Ilze: : at 22,29, you had 10 in your bonus balance, you bet 0.20 on 25 lines, this is a total of 5usd

< name removed >: checking

Ilze: you played 6 games for the same amount from 22.23 to 22.29 with 10usd bonus balance

Ilze: this is more than 10% of the bonus value

Ilze: this was the 6th november

< name removed >: nothing found again

< name removed >: max bet 0.60

Ilze: again on the 6th November the same game 300 shields, at 20.44, you had 0.18 in your real balance, you had 9.99 in your bonus balance, you played 0.20 and 25lines with your bonus balance this is more than 10% and you used the bonus balance

Ilze: I have given you the game details

Ilze: please double check the game history

< name removed >: 0.20 3 line

Ilze: С бонусът можете да играете на Слотовете и скрач игри само ,не може да бъде ползван на всички игри, които са изключени

Ilze: Както е посочено в нашите Общи условия, рискувате печалбата ви да бъде отстранена

Chat InformationChat session has been terminated by the site operator.

Posted on September 6, 2016

Dear all, 

Kindly notice this complaint is being reopened following the declared willingness on behalf of QueenVegas Casino management to do everything within their powers in resolving their outstanding AGCCS cases. AskGamblers Complaints Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on September 6, 2016

Dear @alex22rom,

AskGamblers Complaints Team have been provided by valid evidence on behalf management of QueenVegas Casino where it is clearly displayed that player breached maximum betting rule. Player by these actions violated general term # 6.

While making bets to wager any deposit bonus/offer (free or deposit) the maximum bet permitted is 5 (eg, 5 EUR, 5 GBP) or 10% of the bonus amount (the lower amount applies) Failure to comply with this rule means you are in breach of the deposit bonus/offer terms and We reserve the right to void and remove any winnings. A bet includes any special bet feature, any gamble function or any other type of wagering activity (regardless of its name)

Please let us know are you satisfied with their decision and that your deposit was returned. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

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